Koala at White Gum Lodge close to Fremantle

Negative: I am extremely disappointed with our stay and would like to make a formal complaint. Before travelling from the UK, I specifically requested clear instructions, including the access PIN and door entry details, as I was concerned that my mobile phone or email might not be accessible after a long journey. Unfortunately, I received no useful response. After a long international flight, we arrived tired, exhausted, and without clear instructions on how to access the property. Any information that had been provided was either incomplete or incorrect. We were forced to ask a neighbour for assistance. The neighbour kindly contacted support on our behalf while we stood outside in the cold, dark, and rainy weather. We were eventually given a number to use, but it did not work. We had to return to the neighbour for further help. The neighbour then contacted Booking.com again. None of the contact numbers provided were working, and Booking.com staff did not understand how the lock system operated or how we were supposed to gain entry. After approximately six phone calls, and only with the neighbour's continued assistance, we were finally able to enter the property using a master key. This was an extremely stressful and unacceptable start to our stay. A note stated that the bin must be placed outside, despite the fact that we had barely used the property and had not generated any significant waste. The property is difficult to locate, especially at night. There are many steps, poor lighting, and inadequate signage. The bed has no headboard and was very uncomfortable. The bedroom next to the kitchen has a large step and no separating door, creating a clear safety hazard. Most seriously, during the night I got up to use the bathroom and fell because of the step. As a result, I fractured a rib. I am still suffering pain from this injury. Overall, the property was far below expectations, poorly maintained, and unsafe. The check-in arrangements were ZERO.

Positive: Location Negative: Shower

It was perfect other than the fridge Positive: It’s was clean, and nice and opened planed Negative: The only problem that we had was that the mini fridge in the property would leak on the floor and over freeze. Our beverages were frozen.

Positive: Ease of entry, cleanliness, comfort, everything was fabulous. Negative: Maybe the pillows could have thick protectors on them or just replaced with fatter ones, as they were very slim.

Positive: Very clean and had a nice kitchen Negative: It just needed a comfortable chairs or lounge. The one there was very uncomfortable to sit on. You had to sit on the bed to be comfortable.